Last updated 2025-05-01

Back-ordered parts policy

Policy on back-order of parts causing a potential delay in the repairs of a vehicle.

Repair delays

Repair facilities must
  • notify ICBC when back-ordered part(s) cause delays in repairs, and
  • accurately document the estimate prior to billing.

In most situations, the labour incurred for the installation of the back-ordered part is based on the labour time listed on the original Estimate or Appraisal (A00). A stand-alone time may apply as it depends on the back-ordered part and circumstances. Estimators must determine the appropriate action and complete the estimate.

Additional standalone labour time on parts

In certain situations, a damaged part may be installed on a vehicle to make it driveable for the customer and to prevent additional Loss of Use (LOU) coverage usage, when a back-ordered part has not arrived. The repair facility is entitled to additional standalone labour time once the back-ordered part arrives to
  • remove the damaged part, and
  • install the back-ordered part.

The additional standalone time is added as a manual labour time entry with an explanation line that the estimate entry is for the damaged part removal and installation of the back-ordered part as identified on the estimate.

Important: Collision repair program participants must only bill ICBC for parts and labour performed, with the sole exception being in the event of a part not being able to be installed or returned.

Work stoppage due to Original Equipment Manufacturer (OEM) parts on back order

When a participant is advised of a documented back-order of an OEM part that causes all work on a vehicle to stop, they must consider alternative options as soon as possible, including the
  • temporary repair of the back-ordered part to facilitate continuation of the repair process
  • use of alternative parts
  • repair rather than replacement of the part, or
  • completion of repairs to ensure that the vehicle is roadworthy and arrange for the customer to return, at a later date, to have the part installed.

If any of these options are considered viable, it is not considered a work stoppage, and the participant must proceed with repairs.

If none of the options are viable, the Repair Facility Support Request form — Back-ordered parts work stoppage must be filled out advising of the anticipated length of delay. Participants must document details regarding the back-ordered part including
  • back-ordered part(s) identified on estimate
  • date all work stopped entered in the “Journal” section of Mitchell Connect
  • date of expected delivery of part, and
  • dealer invoice supporting part ordered and anticipated delivery dates.
Note: The participant must only submit the webform when a rental or Alternative Transportation Service (ATS) replacement vehicle is provided.
Important: ATS Vehicle Reimbursement — OE Back-ordered Parts only applies if there is a full work stoppage due to back-ordered OEM part(s). Simply having a back-ordered part does not qualify for ATS Vehicle Reimbursement. Participants must continue with all repairs that can be done without the back-ordered part(s) before it is considered a full work stoppage. For information related to ATS Vehicle Reimbursement – OE Back-ordered Parts, refer to the Collision Repair Program Guide.

Section topics

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Process
Manage back-ordered parts for a collision repair program facility
A collision repair program participant requires a back ordered part for a repair and must process the estimate and send it to ICBC..
Process
Managing a back-ordered part for a collision repair program facility when the part cannot be installed
Collision repair program participants manage back-ordered parts when they are unable to have the part installed.
Parent topic: Standards of performance on vehicle parts